Refund policy

RETURNS & EXCHANGES POLICY

This document sets out the policy of IDUN Jewellery (the “Company”) regarding the conditions applicable to requests for exchanges, returns and refunds for products purchased by our customers. All requests will be assessed and managed in accordance with the terms and conditions outlined below.

1. Scope

This Returns & Exchanges Policy (the “Policy”) applies to all customers who purchase products from the Company through physical stores, the website, social media channels, or any other authorised sales channels.

2. Definitions

For the purposes of this Policy:

  • Exchange means the replacement of one piece with another, subject to compliance with all conditions outlined in this Policy.
  • Refund means a reimbursement provided only in circumstances permitted under applicable consumer rights, including manufacturing defects, products not fit for purpose, or failure to match what was offered at the time of sale.
  • Store Credit means a credit issued by the Company as an alternative to a refund where the product is deemed suitable and compliant. Store credit is personal, non-transferable, and valid for ninety (90) calendar days.
  • Customised Product means any item made to order, including special sizing, engravings, design modifications, initials, custom stone settings, or other bespoke requests.
  • Suitability means the condition in which a product complies with the characteristics and quality standards offered by the Company. In jewellery, suitability may be affected by any sign of use.
  • Manufacturing Defect means a fault attributable to the production process, including issues related to soldering, settings, authenticity, or structural integrity.
  • Technical Assessment means the specialised review conducted by the Company to determine whether the product is suitable or presents a manufacturing defect.

3. General Conditions for Exchanges and Returns

3.1 General Requirements

To be eligible for an exchange, all the following conditions must be met:

  • The request is submitted within seven (7) calendar days of purchase.
  • The item is unused and free from scratches, marks, loss of shine, deformation, or signs of wear.
  • Original packaging, tags, polishing cloth, authenticity certificate, and accessories are included.
  • The item does not belong to an excluded category.
  • The mandatory technical assessment is approved.

Failure to meet any of these requirements may result in the request being declined.

3.2 Hygiene and Customisation Exclusions

For hygiene, health, and customisation reasons, the following items cannot be exchanged or returned:

  • Earrings, piercings, and body jewellery.
  • Customised or made-to-order pieces.
  • Customised items that have been modified by third parties after delivery.

These exclusions are final and not subject to assessment.

3.3 Product Condition

Exchanges or returns will only be accepted for products that:

  • Have not been exposed to chemicals such as perfumes, alcohol, chlorine, or cleaning products.
  • Do not show signs of impact, bending, twisting, open links, or improper handling.
  • Have not been exposed to salt water, swimming pools, or abrasive environments.
  • Do not show wear, dirt, or loss of shine caused by use.
  • Have not been repaired or altered by third-party jewellers.

The Company reserves the right to reject any request where the product condition is inconsistent with that of a new item.

3.4 Required Documentation

All exchange or return requests must include:

  • Original proof of purchase (physical or digital).
  • Original authenticity certificate.
  • Original box, pouch, polishing cloth, and accessories.

Failure to provide these items may result in the request being declined.

3.5 Refund Eligibility

Refunds are only available in the following circumstances:

  • Verified manufacturing defect.
  • Product not fit for purpose.
  • Failure to match the description or offer made at the time of sale.

Refunds are not available for change of mind.

4. Product Categories and Specific Rules

4.1 Earrings, Piercings and Body Jewellery

For hygiene and safety reasons, the following products cannot be exchanged or returned unless a manufacturing defect is confirmed:

  • Earrings of any type.
  • Piercings or body jewellery.
  • Small hoops that have had contact with skin or mucous membranes.
  • Products intended for intimate or prolonged direct contact.

4.2 Rings

Rings submitted for exchange or review must:

  • Match the size supplied by the Company.
  • Not show deformation unrelated to manufacturing.

Modified rings are not eligible for exchange or refund.

4.3 Necklaces and Bracelets

Necklaces and bracelets may be assessed provided they:

  • Do not have open, twisted, or forced links.
  • Do not show breakage or wear caused by friction or misuse.

4.4 Pieces with Gemstones, Pearls or Settings

For these products:

  • Stone settings must remain secure and stable.
  • There must be no cracks, looseness, or damage.

Damage caused by wear, impact, or mishandling is not considered a manufacturing defect.

4.5 Limited Editions and Promotional Campaigns

Items purchased as part of promotions, campaigns, or limited releases must:

  • Be unused and unaltered.
  • Retain all original special packaging and promotional materials.

Additional conditions may apply where previously disclosed.

4.6 Customised or Made-to-Order Pieces

The following items cannot be exchanged or returned:

  • Special-size pieces.
  • Modified designs requested by the customer.
  • Engravings, initials, or personalised symbols.
  • Exclusive or individually commissioned products.

These items may only be assessed in cases of manufacturing defects.

5. Exchange and Return Procedure

5.1 Request Timeframe

Requests must be submitted within seven (7) calendar days of purchase unless otherwise advised by the Company.

Late requests may be automatically declined.

5.2 Official Contact Channels

Requests must be submitted through one of the Company’s official channels:

  • Corporate email.
  • Official telephone number or authorised store.
  • Business WhatsApp account.
  • Verified Instagram account.

Requests submitted through unofficial channels may not be processed.

5.3 Product Submission

To commence the process, the customer must provide:

  • The product.
  • Proof of purchase.
  • Authenticity certificate.
  • All packaging and accessories originally supplied.

The Company is not responsible for the total or partial loss of jewellery pieces or components after delivery to the customer.

For assessments, repairs, or replacements, the product must be physically submitted through the Company’s authorised channels.

5.4 Technical Assessment

The Company will conduct a specialised assessment within:

  • Seven (7) business days for standard products.
  • Up to fifteen (15) business days for complex products.

No outcome will be provided before completion of the assessment.

5.5 Assessment Outcome

If the product is eligible:

  • The customer may exchange it for another product of equal value.
  • The customer may choose a higher-value product by paying the difference.
  • The Company may issue store credit valid for ninety (90) days.

If the product is not eligible:

  • The product will be returned in the same condition received.
  • The reasons for rejection will be explained.

6. Refund Procedure

6.1 Eligible Circumstances

Refunds are only available where there is:

  • A verified manufacturing defect.
  • A confirmed product suitability issue.
  • Failure to deliver what was advertised or agreed.

Refunds are not available for change of mind.

6.2 Refund Method

Refunds will be processed using the original payment method and issued to the original purchaser only.

Cash refunds will not be provided for purchases made electronically.

6.3 Promotional Products

Products purchased on sale, promotion, or campaign are only eligible for refunds in cases of verified manufacturing defects.

6.4 Deposits for Custom Orders

Where a deposit has been paid for a customised order:

  • If production has not commenced, store credit may be issued less a 10% administrative fee.
  • If production has commenced or been completed, store credit may be issued less a 20% fee to cover labour and materials.

No cash refunds will be provided for customised orders.

7. Technical Assessment

7.1 Purpose

The Company conducts technical assessments to determine eligibility for exchange, refund, or warranty claims.

The assessment may include:

  • Verification of authenticity.
  • Structural inspection.
  • Confirmation that the item has not been used.
  • Inspection of clasps, links, settings, and soldering.
  • Comparison against the Company’s quality standards.

7.2 Grounds for Rejection

Requests may be rejected where the assessment identifies:

  • Signs of wear or use.
  • Third-party alterations.
  • Physical damage.
  • Exposure to chemicals or external agents.
  • Intentional or induced damage.

7.3 Conditions Not Considered Manufacturing Defects

The following are not considered manufacturing defects:

  • Natural tarnishing or darkening of gold.
  • Micro-scratches consistent with normal handling.
  • Changes caused by body chemistry or pH.
  • Damage caused by chemicals, perfumes, chlorine, salt water, creams, or ultrasonic cleaning.
  • Stone loss caused by impact or mishandling.
  • Damage resulting from third-party modifications.

8. Authenticity Certificate

8.1 Mandatory Presentation

The original authenticity certificate must be provided for all requests.

8.2 Missing Certificate

Failure to provide the certificate may result in the request being declined or require an additional authenticity assessment.

9. Manufacturing Warranty

9.1 Warranty Period

The Company provides a limited six (6) month warranty for manufacturing defects from the date of purchase.

9.2 Warranty Coverage

The warranty covers faults directly attributable to manufacturing, including:

  • Structural defects.
  • Faulty soldering.
  • Improper stone settings.
  • Hidden finishing defects.
  • Authenticity or material defects.

9.3 Warranty Exclusions

The warranty does not cover:

  • Wear and tear.
  • Misuse or accidental damage.
  • Exposure to chemicals or external agents.
  • Third-party repairs or alterations.

10. Shipping, Transport and Custody

Customers are responsible for ensuring products are safely transported when using third-party courier services.

The Company is not liable for loss or damage occurring during unauthorised transport.

Products left uncollected for more than ninety (90) calendar days after notification may be handled in accordance with the Company’s internal procedures.

11. Gift Purchases

Gift recipients may request an exchange provided:

  • The product meets all eligibility requirements.
  • Proof of purchase is provided.
  • The product remains in perfect condition.

Refunds for gift purchases will only be issued to the original purchaser using the original payment method.

12. Promotions and Final Sale Items

Products purchased during promotions, discounts, campaigns, or marked as “final sale” may be subject to additional conditions.

These items are not eligible for exchanges due to change of mind, colour, model, or size.

13. Customer Responsibilities

Customers are responsible for:

  • Keeping jewellery away from chemicals and moisture.
  • Storing items in their original packaging when not in use.
  • Following all care recommendations provided by the Company.
  • Avoiding third-party alterations or repairs.
  • Protecting jewellery from impact and snagging.

14. Official Contact Channels

All requests must be submitted through the Company’s official channels:

  • Customer service email.
  • Official telephone number or authorised store.
  • Official WhatsApp account.
  • Verified Instagram account.

Requests submitted through unofficial channels may not be processed.

15. Policy Updates

The Company may update this Policy from time to time.

Any updates will apply only to purchases made after the updated version is published.

16. Effective Date

This Policy takes effect from the date of official publication and applies to all purchases made thereafter.

17. Public Availability

This Policy is publicly available through the Company’s official channels, including its website, social media accounts, physical stores, and customer communications.

18. Legal Notice

This Policy has been issued by the Company as part of its operational and commercial practices and may be amended, updated, or expanded at any time at the Company’s discretion. Any modifications will be communicated through the Company’s official channels and will apply only to purchases made after publication of the updated version.